Track message communications in Service Desk

[Former Member]

Dear All,

I have configure Service Desk in Solution Manager 7 EHP1 (ABAP+JAVA Stack).

I am able to send the message to end user in case of change status from "New" to "In process" or any other.

Now suppose user want to reply for the same message number. How this scenario wotk in Service DEsk?

Is it possible to track all the communication relate to same message number.

Regards,

Nirav

[Former Member]

Pl. reply.

[prakhar_saxena]

Hi

They can use the long text

Which is basically a drop down with several types of long text message you can use to record the replies of support team and end user.

moreover the record of everything exists in Transaction data ->overview tab for whatever added.

which are there readily available in service desk.

Hope it solves ur doubt

Regards

Prakhar

[Former Member]

Hi,

Thanks for you reply.

End user can monitor the same from production system or how can I give end user access so users can only see only their messages?

Thanking you once again,

Nirav

[Former Member]

Hi

This can be done by authoraisation object B_USRSTAT, assign the authoraisation keys accordingly,

Thanks

Jansi

[Former Member]

Thanks for your reply.

B_USRSTAT autho.object is not exist in Solution manager or not in Setalite system.

By which t-code user can see the messages from settelite system?

Regards,

Nirav

[Paul_Babier]

Hello,

Why don't you give those users access to Workcenters via the webgui?

Regards,

Paul

[Former Member]

hi

i m sorry it is typo error it is B_USERSTAT.check below

[http://help.sap.com/saphelp_46b/helpdata/en/d0/e52c7dd435d1118b3f0060b03ca329/content.htm|http://help.sap.com/saphelp_46b/helpdata/en/d0/e52c7dd435d1118b3f0060b03ca329/content.htm]

message can be view by crm_dno_monitor

Jansi

[Former Member]

Hello Paul.

Thanks. It's a good suggestion.

I am new to solution manager and 1st time I am configuring.

Request you to please exmplore more or suggest document for use/configuration about workcenters.

Regards,

Nirav

[Former Member]

Hello paul,

Can you pl. explore more about workcenters

Regatrds,

Nirav